Refund policy
Refund & Returns Policy
Thank you for choosing LunarHeartCo.
Please review our policy carefully before placing your order.
Because our products are made to order or delivered digitally, our return policy varies by product type.
This section applies specifically to customers located within the European Union and does not affect any rights available under applicable consumer protection laws in other jurisdictions.
Right of Withdrawal
If you are an EU consumer, you have the right to withdraw from your order within 14 days of receiving the last item in your order, without giving any reason.
We will reimburse all payments received from you, excluding return shipping costs, no later than 14 days from the day we receive the returned goods or proof that you have returned them, whichever is earlier. We will use the same payment method you used for the original transaction.
Exceptions apply to:
(a) digital products where download or access has begun with your prior consent and acknowledgement that the right of withdrawal is lost;
(b) personalised or custom-made items, including print-on-demand products produced to your specifications.
To exercise your right of withdrawal, you may submit a return request through our Request a Return page before the 14-day withdrawal period expires.
Simply follow the instructions provided on the Request a Return page and submit your request through your customer account. If you experience any difficulties, please contact us at hello@lunarheartco.com.
You may also withdraw by sending a clear written statement to hello@lunarheartco.com stating your decision to withdraw from the contract, including your name, order number, and delivery date.
To submit a withdrawal request, please use our Request a Return page. You will be able to verify your order, select the relevant item(s), and submit your request directly through your customer account.
Where a statutory right of withdrawal applies under applicable consumer law, customers are responsible for the direct cost of returning the goods.
Digital Products (Instant Downloads)
Digital products include workbooks, journals, guides and other downloadable content.
LunarHeartCo does not offer voluntary cancellations or refunds for digital products beyond those required by applicable law.
Where applicable consumer law permits the loss of a statutory cancellation right after digital supply begins, that exception applies only when the required conditions have been satisfied, including any necessary express consent and acknowledgement.
Customers retain their statutory rights where digital content is defective, inaccessible, incorrectly supplied or not as described.
If you experience difficulties accessing your digital purchase, please contact hello@lunarheartco.com.
Print-on-Demand Products
Fine Art Prints, Framed Art Prints, Canvas and other physical products.
Our physical products are generally produced to order through professional manufacturing and fulfilment partners.
No Voluntary Change-of-Mind Returns
LunarHeartCo does not offer voluntary change-of-mind returns, exchanges, cancellations or refunds beyond those required by applicable consumer law.
Where no statutory change-of-mind return right applies, we do not accept returns solely because a customer:
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Changes their mind or no longer wants the product.
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Prefers a different size, finish or frame.
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Decides the artwork does not suit their interior.
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Finds an alternative product more suitable.
These restrictions apply only to the extent permitted by the law governing the purchase.
Statutory Cancellation Rights
Some jurisdictions provide a mandatory cancellation or cooling-off period for purchases made online.
Where such rights apply, LunarHeartCo will honour the required cancellation periods, procedures and remedies.
Producing an artwork after an order is placed does not automatically make it exempt from statutory cancellation rights.
Genuinely personalised or bespoke products made to an individual customer's specifications may qualify for a statutory cancellation exception where the applicable law permits it.
Order Cancellations
Production may begin shortly after an order is confirmed.
We cannot guarantee that an order can be modified once production has begun.
We do not provide additional voluntary cancellation rights beyond those required by applicable law.
Any statutory cancellation rights remain unaffected.
Return Shipping Costs
Where a statutory change-of-mind return applies, customers are responsible for direct return shipping costs only where this is legally permitted and any required information has been provided before purchase.
For oversized or framed artwork, please contact us for return instructions before dispatching an item.
Nothing in this section limits statutory return rights or legally required shipping reimbursements.
Damaged, Defective or Incorrect Items
If an item arrives damaged, misprinted, defective, incorrect or not as described, LunarHeartCo will provide the remedy required by applicable consumer law.
Depending on the circumstances and jurisdiction, this may include repair, replacement, price reduction or refund.
Reporting an Issue
Please contact us as soon as reasonably possible and provide:
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Your order number.
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A description of the issue.
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Clear photographs of the product and packaging, where available.
We encourage customers to report visible shipping damage promptly so that we can investigate the issue with the relevant fulfilment partner.
A request for prompt reporting or photographic evidence does not remove, shorten or override statutory consumer rights.
Where a replacement is the appropriate legal remedy, it will be provided without additional charges to the customer.
Where a refund or another remedy is legally required, LunarHeartCo will provide that remedy.
Refund Processing
LunarHeartCo does not provide voluntary goodwill refunds beyond those required by applicable law.
Where a customer is legally entitled to a refund, we will reimburse the amounts required by the applicable consumer protection legislation.
Refunds will be processed within the legally required timeframe.
Where required by law, reimbursement will include the applicable standard outbound delivery charge.
The original payment method will be used unless an alternative is expressly agreed and legally permitted.
Any deductions for diminished product value or other permitted charges will be applied only where authorised by applicable law.
No administration or cancellation fees will be imposed where prohibited by law.
International Consumer Rights
LunarHeartCo sells to customers in multiple countries.
Consumer cancellation periods, return rights, guarantees and refund entitlements may differ depending on the jurisdiction and the circumstances of the purchase.
Where mandatory consumer protection legislation applies, LunarHeartCo will comply with the rights and remedies provided by that legislation.
This includes applicable protections relating to:
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Statutory cancellation and withdrawal rights.
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Faulty, damaged or misdescribed goods.
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Missing or undelivered orders.
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Delayed deliveries where cancellation or reimbursement is legally required.
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Defective or inaccessible digital content.
Nothing in this policy excludes, limits or overrides mandatory consumer rights.
Shipping & Production
Physical products are generally made to order.
Production normally takes approximately 2–5 business days before dispatch, although some products may require additional time.
Delivery transit times vary according to the product, destination, manufacturing location and courier.
Our Shipping Policy provides information about estimated delivery times, shipping charges, free-shipping eligibility and potential customs or import fees.
Where a delivery cannot be completed within the applicable legally required or agreed timeframe, customers retain any right to cancel, receive reimbursement or seek another remedy provided by law.
LunarHeartCo does not exclude responsibility for delivery obligations that cannot legally be excluded.
Please ensure your shipping address is correct before completing your purchase.
Contact
For enquiries concerning cancellations, returns, damaged items, refunds or delivery issues, please contact:
LunarHeartCo
Email: hello@lunarheartco.com
Website: https://lunarheartco.com
You may also use our Request a Return page.
Please include your order number where available.
We aim to respond to customer enquiries within 1–2 business days.
Nothing in this policy affects any statutory consumer right that cannot legally be excluded.